How are we performing?

How are we performing?

It’s our responsibility to ensure that we are constantly improving and exceeding your expectations. Good customer service is expected, but great customer service is what we are aiming for.

We are constantly reviewing our Customer Service experience, by doing this we can help identify areas that we need to improve.

Customer Service statistics for Quarter One 2024/25

Type of enquiries we received:

Customer Satisfaction Surveys

It is important to us that we provide you with the level of service you expect, and take action to improve when you tell us we don't meet those expectations.

This feedback, which we get from customer satisfaction surveys, helps us to understand where changes need to be made, and to ensure that we provide you with the best possible service.

Contact Centre Customer Satisfaction Survey

Customers using our Contact Centre are already asked to score our performance. Here are our most recent scores.

What complaints have we received?

Complaints we received Quarter One 2024/25:

To read further information about the complaints that we have received please read our Annual Complaints report 2023 - 2024 (PDF Document, 0.81 Mb).

Changes we’ve made to our online forms from your feedback

We gather your feedback from our online forms and try our best to listen and make changes and improvements where needed. Your feedback is invaluable so that we can do everything we can to improve our services. Below are some of the issues we have recently received and acted on.